Complaints

This profile includes complaints for Grappone Automotive Group's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Grappone Automotive Group

  514 - 594 State Rte 3A Bow, NH 03304

• 

  Grappone Automotive Group

  519 State Route 3A Bow, NH 03304

• 

  Grappone Automotive Group

  530 State Rt 3A Bow, NH 03304

• 

  Grappone Automotive Group

  594 State Route 3A Bow, NH 03304

• 

  Grappone Automotive Group

  514 State Route 3A Bow, NH 03304

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/21/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband and I purchased a 2014 ***** Cruze from Grappone Hyundai approximately 2 1/2 years ago. Since then we have had ongoing issues with cars coolant system. We have brought the car in for service related to the coolant system at least 12 times and the issue is either never resolved or another issue with the coolant system occurs. They have done some of the work related to the coolant system at no charge but at this point I am very frustrated as to why they cant seem to find the issue/s. Another frustration is that when we bring it for something related to the coolant system and they supposed fix it why arent they checking anything and everything related to the coolant system knowing the issues that are going on. For example, we had the car in 2 weeks ago for some other issues as well as issues related to the coolant system. They replaced the coolant reservoir without checking the rest of the system. Not long after we had issues again that were related to air being in the coolant line so we had to bring it in again. I feel that is something they should have done at the time they replaced the coolant reservoir. Back in again supposedly drained the coolant lines and again today we are having more issues. Enough is enough. I'm not sure at this point how to resolve the issue other than them replacing the entire coolant system at no charge. I am working on getting copies of all service records to support this complaint.

  Business Response

  Date: 05/22/2025

  As per our conversation this morning ********, here is the email we received from this guest.  They are in a No Charge Rental at this time.  ---------- Forwarded message ---------
  From: ******* Towne <***********************************************************>
  Date: Thu, May 22, 2025 at 10:19?AM
  Subject: Fwd: seriously?
  To: ******** ******* <*************************************************************>
  
  
  
  
  ---------- Forwarded message ---------
  From: ***** *. Therrien <*****************************************************>
  Date: Wed, May 21, 2025 at 3:52?PM
  Subject: RE: seriously?
  To: ******* ***** <***********************************************************>
  
  
  Thanks so much ****.  We really appreciate you guys working with us.  I do apologize, its not necessarily frustration with you guys, its the overall situation.  Plus Im a Scorpio and Scottish so I have a bit of a temper.  
  
  ***** J. ********, LPN, HIT
  
  Senior Learning and Development Specialist / Population Health Clinical Operations
  Business Excellence Strategy & Support
  *******, **-Remote
  
  *******, **-Remote
  *****************************************************
  
  Transforming the health of the communities
  we serve, one person at a time.
  
  
  
  
  
  From: ******* ***** <***********************************************************>
  Sent: Wednesday, May 21, 2025 3:50 PM
  To: ***** J. ******** <*****************************************************>
  Subject: Re: seriously?
  
  Caution: 
  External Email  Do not click on links or open any attachments unless you recognize 
  the sender and know the contents are safe. Think before you click!
  
  
  Hey *****, 
  Just got **** out of here with a loaner, My manager is working on some options for you guys, bare with me and i will reach back out to you
  
  ****
  
  On Wed, May 21, 2025 at 2:54?PM ***** J. ******** <*****************************************************> wrote:
  Im in meetings until 4.  I dont like to think that way, I really dont.  I am very familiar with the automotive service industry and not just venting. But I really cant understand how its one thing after another with this coolant system and knowing that, why this particular issue was not checked or thought of before.  We just spent $3500 (which is more than the trade in value would be, trust me, we thought about it) there is no way we can afford to spend another $600.  I am seriously considering getting in contact with the lienholder and looking into total loss status.  I just cant even right now.
  
  ***** J. ********, LPN, HIT
  
  Senior Learning and Development Specialist / Population Health Clinical Operations
  Business Excellence Strategy & Support
  *******, **-Remote
  
  *******, **-Remote
  *****************************************************
  
  Transforming the health of the communities
  we serve, one person at a time.
  
  
  
  
  
  From: ******* ***** <***********************************************************>
  Sent: Wednesday, May 21, 2025 2:47 PM
  To: ***** J. ******** <*****************************************************>
  Cc: ******** ******* <*************************************************************>
  Subject: Re: seriously?
  
  Caution: 
  External Email  Do not click on links or open any attachments unless you recognize 
  the sender and know the contents are safe. Think before you click!
  
  
  I just got your email, When you have a moment please call me, I assure you it's not something overlooked nor purposely done, we are not that dealership, Myself and my techs are not those people. I can understand the frustration, it is intermittent in the cooling fan assembly. 
  ****
  
  On Wed, May 21, 2025 at 2:36?PM ***** J. ******** <*****************************************************> wrote:
  Hi ****.  I dont have the ability to call directly because of work meetings. 
  
  Now its the coolant fan?  Are you kidding me?  Is there a reason why this wasnt caught before?  You cant tell me this is a new issue.  Knowing the issues we have had all along with the coolant system EVERYTHING and ANYTHING related to that should have been checked not just once but the multiple times the car has been to you.  And not to mention something else we  are expected to pay for that is related to this long term issue.
  
  Honestly, I just dont even know what else to say at this point.  I am starting to think that maybe these are purposefully overlooked so that we have to keep bringing it back.  I hate to think that way but I just dont even know..beyond frustrated!!!!!!!!
  
  Can you please mail me copies of all of the service records for the car since we bought it.
  
  ***** J. ********, LPN, HIT
  
  Senior Learning and Development Specialist / Population Health Clinical Operations
  Business Excellence Strategy & Support
  *******, **-Remote
  
  *******, **-Remote
  *****************************************************
  
  Transforming the health of the communities
  we serve, one person at a time.

  Customer Answer

  Date: 05/28/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:05/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased new vehicle 2025. Started with electrical issues with seats and camera. Developed into mechanical issues difficult for them to repair. Replaced AWD coupler and did not fix issue. Then replaced engine misfire which still continued to have issue. Then replaced transmission. Drove less than 2k miles and lost power steering/AWD/and all readings of meters while driving with my 3 kids and almost drove off the road. Found to have a twisted cable. Vehicle has been in the shop of weeks, it is unsafe and unreliable and never been in an accident. There is no value left in the car and the amount of stress with repairs and issues, this customer deserves adequate compensation for a car I paid over $40,000.

  Business Response

  Date: 05/19/2025

  Summary of Service Visits and Repairs:
  Repair Order #****** (1/26/2020):
  Customer complaint regarding rear seat warming buttons not engaging. Rear heater control confirmed faulty and replaced.
  Repair Order #****** (10/21/2021):
  Customer reported a rubbing noise in the steering wheel. Steering bearing was ordered. Multiple attempts to contact the customer to schedule repair were unsuccessful; customer returned for repair on 5/27/2022.
  Repair Order #****** (5/27/2022):
  Braking noise reported at all speeds; rear brakes found low but customer declined brake replacement at that time.
  Steering wheel rubbing noise related to TSB 21-ST-003H confirmed; parts reordered after difficulty reaching customer.
  Rear driver heated seat not working due to sticking buttons; new switch ordered.
  Repair Order #******:
  Backup camera not working; replaced under warranty.
  Drivers seat adjustment malfunction diagnosed.
  Customer provided a loaner vehicle for 5 days but failed to return it when requested.
  Repair Order #****** (1/8/2024):
  Vehicle exhibited a jump and delayed shifting on acceleration. Customer had swapped tires prior. AWD diagnostic performed; AWD coupling replaced resolving the issue. Customer was in a loaner vehicle from 12/21/2023 to 1/10/2024 and did not return the loaner promptly despite requests.
  Repair Order #****** (5/1/2024):
  Customer reported jolting during mid-acceleration above 40 MPH. Technician verified engine misfire and replaced ignition coils 1 and 3. Vehicle returned to proper operation. Customer was in a loaner from 3/21/2024 to 5/1/2024 and was difficult to get to return the loaner.
  Repair Order #****** (5/2/2024):
  Major diagnosis for recurring jolting issue; test drive with manager did not reproduce the concern.
  Repair Order (8/15/2024):
  Customer reported misfires on cold start during acceleration. Diagnostic testing and ride-along confirmed transmission slipping. Transmission replaced; vehicle operating properly. Customer used a loaner from 5/18/2024 through 8/15/2024 and again delayed return of the loaner.
  Repair Order #******:
  Customer stated RPMs were fluctuating, multiple dash lights on, and low vehicle power. Test drove 200 miles but was unable to verify concern. Loaner provided from 4/12 to 5/16; customer did not promptly return loaner.
  
  Loaner Vehicle Summary:
  Holly Newton was provided loaner vehicles on multiple occasions free of charge, totaling approximately 191 days over the course of her visits. Despite several follow-up requests, the customer was repeatedly late in returning these loaners.
  
  Conclusion:
  Grappone Hyundai has diligently addressed all of Holly Newtons concerns with documented repairs and diagnostics. The dealership provided multiple loaner vehicles free of charge as a courtesy, sometimes facing delays in their return. Each issue reported by the customer was promptly investigated and repaired as needed. Where service was declined, this was clearly documented. Grappone Hyundai remains committed to customer satisfaction and transparency.

  Customer Answer

  Date: 05/20/2025

   
  Complaint: 23347438
  
  I do not accept the business's response as a resolution to my complaint because:

  
  I am writing in response to Grappone Automotives recent statement, which fails to address the substance of my complaint and instead misrepresents the circumstances surrounding the temporary use of their loaner vehicle. I take serious issue with the claim that I failed or refused to return the loaner. As a full-time Neonatal Nurse Practitioner working 12- and 24-hour shifts, and as a mother of four, I have always returned the vehicle as soon as my schedule reasonably allowed. My home is an hour from the dealership, and at no point prior to the recent incident was it communicated that my scheduling limitations were unacceptable or problematic.
  
  The misunderstanding regarding the ownership of the loaner vehiclewhether it belonged to Grappone or corporatecontributed to the timing of its return. Once I was informed by ******** that the vehicle belonged to the dealership, I promptly returned it. I have never refused to cooperate.
  
  More importantly, Grappones response ignores the central issue of my complaint: the persistent and severe mechanical and electrical defects in the vehicle I purchased new from them. These issues have rendered my primary family vehicle unreliable and unsafe on multiple occasions, requiring extended periods of repair, during which I had no choice but to rely on a loaner to meet my basic transportation needs.
  
  The most recent breakdownwhere the car lost power steering, AWD, power acceleration, and all dashboard functionality while drivingwas a serious safety hazard. I have video documentation of the incident, and the vehicle had to be transported on a flatbed to the service center because it was unsafe to drive. Despite this, Grappones response misleadingly claims that the issue could not be replicated after driving the car for over 200 miles. This is directly contradicted by the work order I have provided, which shows the vehicle was driven only ********************************************************************************************* the harness. This clear documentation proves that Grappone not only misrepresented the facts to the BBB but also downplayed a dangerous malfunction that could have resulted in a serious accident.
  
  I also want to highlight that I was told I would be charged for towing unless the car was under warrantydespite it being undriveable. I had to pay for a *** membership out of my own pocket to tow the vehicle, adding further financial burden. This lack of support is unacceptable, especially given my documented history of having the vehicle serviced exclusively through Grappone, including routine maintenance, brake replacements, and new tires.
  
  Since getting the car back on May 15, 2025, the suspension has changed noticeablynow riding extremely rough and unstable, especially in the back seat. Ive since learned that the suspension system is computer-controlled and that issues with this system were reported as early as the vehicles release, including the month I purchased it in January 2020.
  
  I have invested significant time, money, and stress into maintaining a vehicle that has repeatedly failed to perform as a reliable family car. Given the extent and frequency of these issues, it is my firm belief that this vehicle qualifies as a lemon under any reasonable standard.  As mentioned by Grappone, they have had this vehicle for 191 days for recurrent repairs. 
  
  I have acted in good faith throughout this process and have remained loyal to Grappones service department, but I can no longer ignore the pattern of mechanical failure and misrepresentation. I urge Grappone to take accountability and resolve this matter fairly and honorably.

  Sincerely,
  
  ***** ******

  Customer Answer

  Date: 05/21/2025

  Having difficulty sending this file to support my response.  Trying to send again. Thank you. 
  *****

  Customer Answer

  Date: 05/22/2025

  Hoping attachment works, trying again. 
  Sincerely,

  ***** ******

  Business Response

  Date: 05/28/2025

  We understand that Ms. ****** is frustrated, and we truly do empathize. Our team has worked hard to take care of her and her vehicle over the years. Weve performed numerous warranty repairs, provided a loaner vehicle for a total of 191 days, and have done our best to communicate and accommodate her schedule.
  During her most recent visit, our technicians were unable to duplicate the concern she described after extensive testing. However, we went a step further and thoroughly inspected the vehicles systems. In doing so, we identified a connector that could have contributed to the issue and addressed it proactively all at no cost to Ms. ******* even though the vehicle is now out of warranty.
  At this point, we feel weve gone above and beyond. Theres nothing more Service can offer, and we respectfully consider this matter closed.  However with this being said, since she is clearly unhappy with the vehicle perhaps she is open to our Hyundai sales team contacting her to make an offer to purchase the vehicle from her at fair market value. Please advise.  Thank you!

• Initial Complaint

  Date:06/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Greivences:Failed for inspection due to a small already repaired minor crack in windshield that was not in line of sight, and was oreviously repaired. Biggest greivance: Marked my tires that had just been rotated earlier that day with no conerns, as "yellow" indicating a 5/8 tread. These tires only had 30k miles on them out of 80k rated. After receiving the indication on my review I went back to tire warehouse where they remeasured and it was 7/8. Your techs are fraudulantly claiming things need to be replaced when they don't.

  Business Response

  Date: 06/07/2024

  We are truly sorry that ************************ feels that we are being dishonest in any way.  We take great pride in being totally transparent.  Our technician record video to support this statement.  Here is **************************** video link for you to view.  *********************************; Tire measurements can vary depending on the placement of the gauge on the tire, so it's possible to get different reading and no one is wrong.  Our Service Manager, ***** offered to re-measure the tire with ************************, which she declined.  As you can see in the video and on the repair order, we never told her she needed tires at this time; just that one was in the yellow measuring zone.  As we all know, tires can be expensive and therefore keeping our guests apprised of the wear and future need for tires is important so they can budget for them as needed.  As for the windshield, it clearly failed our guidelines given to us by the State of NH, *** and we informed ************************ of these guidelines.  We understood her concern that the windshield had been repaired and inspected last year, however we verified through CarFax, it was not inspected here last year.  We suggested she take the vehicle to the *** where she could voice her concern over the strict guideline we adhere to and to have them look at it to see if it should pass or fail state inspection, she opted not to do so.  Prior to contacting the BBB, ************************ responded to an online review, which we immediatly responded to back in May.  I have attached several documents to support everything.  Please let me know if you need anything else.

• Initial Complaint

  Date:08/26/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2022 Hyundai Accent on May 19, 2022. In early August, I got a letter in the mail stating that my car was recalled. Upon further research about the recall, I discovered that it was dated May 18, 2022. As stated in The Motor Vehicle Safety Act, the sale of any new car with an open recall is prohibited. Because this recall was put in place before I purchased my car, the sale of it is considered federally illegal.
  On the day of purchase, I was told that Hyundai had a bad reputation a while back, but their cars were now very dependable and safe to drive. This is quite deceitful, considering that I am now driving a car equipped with exploding seatbelts. There was also a recall on the steering column in February that was fixed before it landed on the lot in Bow. If I had known about either of these recalls, I would not have bought a car from them.
  Grappone has not reached out to me to notify me of this recall. The only thing I have received from them since the date of purchase was a letter saying thank you for purchasing the '22 Accent, which came in the mail the same day as the letter from Hyundai.
  Although any recall on a car is free to fix, I find this ridiculous that I was never informed by Grappone that I could come in at any point to get this remedied. I now have a car loan of $20,000 for a car that I never should have been sold. I have already put over $1,200 into this car, between registration, loan payments, gas, and general maintenance. No monetary value will make up for the genuine anxiety and panic I've felt knowing I may not make it to and from work safely, but it would be a start and, quite frankly, the least that can be done.

  Business Response

  Date: 08/30/2022

  To address our guest's concerns we have made two attempts to call the guest to no avail.  Attached are supporting documents to their concerns.

  There were zero open recalls at the time of purchase on 5/19/22 - therefore, no stop sale was in place at time of purchase.

  The manufacturers contact guests directly for all open recalls, and to parts and or remedy availability.

  At the time of the release of the recall, parts were not available as noted on the Recall letter, but are available now.  We have taken the liberty of ordering parts, which arrived today and can be installed once an appointment has been scheduled.

  Please let us know how to proceed from here.  Thank you!